''This is an important initiative for the property industry, which illustrates that many of our best landlords and managing agents are not content to rest on their laurels.''

Liz Peace
BPF

   The RealService Best Practice Group benchmarking programme enables members to confidentially compare their customer service performance with best practice. The RealService Best Practice Group have developed the following benchmark initiatives:

RealService Best Practice Index

This benchmark is an annual scorecard that measures the engagement and skills of member organisations in delivering high levels of customer service. The benchmark measures the elements that drive customer service including

  • Service Strategy
  • The Occupier Customer
  • Products and Services
  • People and Leadership
  • Business Operations
  • Measurement

    The study is conducted by way of an on-line self assessment which is reviewed by RealService as independent verifier.

    Each member receives a confidential report and personal debriefing on the findings of the evaluation. This highlights the strengths and weaknesses of the organisation in comparison with its peer group, and opportunities for improvement. It also identifies the organisations ranking against its peers. An overview of the findings is presented at the RealService Annual Results Conference.

    RealService Service Charge Compliance Index (SCCI)

    Upon successful completion of a pilot study in 2009, the Real Service Best Practice Group intends to launch the Service Charge Compliance Index, a new benchmarking programme designed to monitor compliance with the Royal Institution of Chartered Surveyors (RICS) Service Charge Code of Practice.

    With the issue of service charge transparency remaining in the spotlight, the SCCI is viewed as an important and timely new initiative for the Group by regulators and occupiers.

    RealService Customer Satisfaction Index (CSI)

    The Customer Satisfaction Index (CSI) is another new Index, which will enable Group members to compare results of their own occupier satisfaction studies with other RealService Best Practice Group members and with the UK Occupier Satisfaction Index - visit www.occupier-satisfaction.co.uk - on a consistent basis.

    RealService benchmarks will enable our members to better understand the link between service and financial performance, and to improve their business performance as a result.

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